Complaints Procedure
Man with Van Holloway Complaints Procedure
Man with Van Holloway is committed to providing a reliable, professional and friendly moving service. We recognise that, on occasion, things may not go as planned. When that happens, we want to know about it so that we can put things right and improve our service. This complaints procedure explains how you can raise a concern with us and what you can expect in response.
Our Commitment to You
We take all complaints seriously. Every concern is treated with respect, confidentiality and objectivity. We aim to resolve matters quickly and fairly, and to learn from every issue raised. This procedure applies to all customers who have used our man and van or removal services.
Our objectives when dealing with complaints are to listen carefully, investigate thoroughly, respond clearly, and offer a fair outcome.
What Is a Complaint
A complaint is any expression of dissatisfaction, whether written or verbal, about any aspect of our moving or delivery services. This can include, but is not limited to:
Service not delivered as agreed, such as delays or missed appointments. Concerns about how your belongings were handled or transported. Issues with staff behaviour or communication. Disputes about charges, quotations or invoicing. Problems with follow-up or aftercare following your move.
If you are unsure whether your concern is a complaint, please raise it with us anyway. We would rather discuss it with you than leave you feeling unhappy or uncertain.
How to Make a Complaint
You can make a complaint in the way that is most convenient for you. We accept complaints in writing, by phone or in person. When you contact us, please provide as much detail as you can so that we can investigate efficiently.
To help us understand and resolve your complaint, please include the following information where possible. Your full name. The date and approximate time of your job or booking. The collection and delivery locations. A clear description of what went wrong or did not meet your expectations. Any evidence that might be helpful, such as photos, inventory lists, or written confirmations. Details of any conversations you have already had with our team about the issue. What you would consider to be a reasonable resolution.
The more detail you can provide, the quicker we can understand the situation and work towards a solution.
Timescales for Raising a Complaint
We recommend that you raise any concerns as soon as you become aware of them, and ideally within seven days of your move. This helps us access accurate information and address the problem while events are still recent. For issues related to loss or damage, we may not be able to fully investigate complaints raised significantly later than your moving date, but we will always review each case on its own merits.
How We Handle Your Complaint
Our complaints handling process is designed to be straightforward and transparent.
First response. We will acknowledge your complaint as soon as reasonably possible. Where you complain in person or by phone, we will try to respond immediately. For written complaints, we aim to acknowledge receipt within a short period of time.
Investigation. A member of our team will review all relevant information, which may include your booking details, job sheets, driver notes, photographs, and any messages exchanged. We may contact you to request further details or clarification. We may also speak with the staff involved in your move to gain a full picture.
Outcome and response. Once our investigation is complete, we will explain our findings and the outcome to you in clear language. Where we agree that something went wrong, we will apologise and aim to offer a fair remedy. This may include an explanation of what happened, a corrective action, or other appropriate measures depending on the circumstances.
Timescale for resolution. We aim to resolve most complaints within ten working days from the date we receive all necessary information from you. More complex issues may take longer, but we will keep you updated on our progress and provide an estimated timeframe.
Possible Resolutions
Every situation is different, and we consider each complaint on its facts. Possible outcomes may include:
A clear explanation of what happened and why. An apology where our service has fallen short of our standards. Corrective action, such as updating records or improving communication. Practical steps to put things right, where possible. A goodwill gesture, where appropriate, in line with our policies.
We will always seek a resolution that is reasonable and proportionate to the issue raised.
If You Are Not Satisfied
If you remain unhappy after our initial response, you may ask for your complaint to be reviewed again. In your request, please explain why you do not agree with the outcome and provide any additional information you feel is relevant. We will arrange for a further review by a senior member of our team who was not directly involved in the original decision, where possible. Following this review, we will provide a final response setting out our position.
Using Your Feedback to Improve
Complaints and feedback are an important part of how we improve our services. We regularly review issues raised by customers to identify patterns and areas for development, such as staff training, communication improvements, scheduling practices, or vehicle preparation.
By following this complaints procedure, you help us make our removal and man and van services more reliable and responsive for everyone who books with us in the future.
Confidentiality and Data Protection
All complaints are handled in confidence. Information is only shared with team members who need it in order to investigate and resolve the matter. We handle all personal data in line with our privacy practices and relevant data protection requirements.
We appreciate the opportunity to address any concerns you may have. Our goal is to ensure that every customer who books a move with Man with Van Holloway feels listened to, respected and fairly treated throughout the complaints process.
